Company Summary
As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com
Business Summary
Deltek's award winning Support Services team provides best-in-class assistance to Deltek's customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!
Position Responsibilities
Position Overview:
Are you a seasoned Japanese-speaking Customer Support professional eager to tackle complex technical challenges and make an impact
Join us as a
Senior Support Services Analyst and play a vital role in delivering high-quality support for Deltek's Replicon product. In this fully remote position, you'll engage with enterprise clients to resolve intricate issues across various channelsphone, email, chat, and online. You'll have the autonomy to assess, troubleshoot, and resolve customer queries while working alongside a dedicated team in a vibrant, innovative environment. For especially complex issues, you'll escalate cases to specialized teams, ensuring swift and effective support.
Key Responsibilities:
- Manage support for enterprise-level accounts with sophisticated configurations and custom integrations.
- Serve as a technical expert and escalation point for complex issues, guiding and advising junior support analysts.
- Lead the resolution of high-priority incidents, conducting deep-dive troubleshooting and implementing long-term solutions.
- Collaborate cross-functionally with Engineering, Cloud Operations, and Product Management to resolve issues without delay.
- Mentor junior analysts, providing technical guidance and fostering skill development.
- Leverage product knowledge to suggest improvements and expand product limits.
- Develop and maintain support resources, including documentation, knowledge base articles, and best practices.
Qualifications
Qualifications:
- Fluent in spoken and written Japanese is required
- Bachelor's Degree or relevant work experience.
- 5+ years in software application support or infrastructure support.
- Knowledge of web technology, networking, hardware, and software applications.
- Experience with Windows platform configuration (e.g., Internet application servers, SSO, API, Web services).
- Familiarity with SQL Server or Oracle database management.
- Strong communication skills with the ability to address complex situations tactfully and professionally.
- Skilled at multi-tasking in a team environment or working independently.
- Open to working in a 24/7 support setting.
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a perfect candidate. Deltek Support is a place where everyone can grow. However you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.
Travel Requirements
No
Applicant Privacy Notice
Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (Personal Data) to administer and evaluate your application. We are the controller of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process. 
